Job Summary

TechPro Solutions is seeking an experienced and customer-focused Customer Support Lead (Zendesk) to oversee and elevate our remote retail support operations. In this leadership role, you will be responsible for managing a distributed team of customer support agents, ensuring service excellence, and driving continuous improvement across all customer touchpoints. You will act as the bridge between customers, frontline support teams, and internal stakeholders, ensuring that every customer interaction reflects our commitment to quality, efficiency, and brand values.

This role is ideal for a proactive leader with strong operational experience in Zendesk, a passion for customer experience, and the ability to scale support functions in a fast-paced retail environment.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives to achieve service-level targets.

• Oversee daily operations within Zendesk, including ticket queues, workflows, escalations, and performance dashboards.

• Develop and implement support processes, standard operating procedures (SOPs), and best practices.

• Monitor key performance indicators (KPIs) such as CSAT, first response time, resolution time, and backlog.

• Handle complex customer issues and act as the final escalation point.

• Collaborate with product, logistics, and sales teams to resolve systemic issues and improve customer experience.

• Conduct regular training sessions, performance reviews, and coaching for team members.

• Identify automation opportunities and optimize Zendesk workflows for efficiency.

• Prepare operational reports and insights for senior management.

• Ensure compliance with company policies, data privacy, and quality standards.

Required Skills and Qualifications

• Strong leadership and people management skills in a remote environment.

• Proven expertise in Zendesk or similar ticketing/customer service platforms.

• Excellent written and verbal communication skills in English.

• Strong problem-solving and decision-making abilities.

• Ability to manage multiple priorities and work under pressure.

• Customer-centric mindset with a passion for service excellence.

• High level of organizational and analytical skills.

• Proficiency in Microsoft Office/Google Workspace tools.

Experience

• Minimum 4–6 years of experience in customer support or customer service operations.

• At least 2 years in a leadership or team lead role, preferably in retail or e-commerce.

• Hands-on experience managing teams in a remote or distributed setup.

• Demonstrated success in improving customer satisfaction and operational KPIs.

Working Hours

• Full-time, remote position.

• Standard working hours aligned with business needs (flexible scheduling may be required).

• Availability to support peak retail periods, including occasional weekends or holidays.

Knowledge, Skills, and Abilities

• Deep understanding of customer service metrics and quality frameworks.

• Knowledge of retail or e-commerce customer journeys.

• Ability to analyze data and translate insights into action plans.

• Strong coaching and mentoring capabilities.

• Adaptability to fast-changing environments and evolving customer expectations.

• Ability to build high-performing teams and foster a positive remote work culture.

Benefits

• Competitive salary package.

• 100% remote work with flexible scheduling.

• Performance-based incentives and bonuses.

• Health and wellness benefits.

• Paid time off and holiday leave.

• Ongoing training and professional development opportunities.

• Career growth within a rapidly expanding organization.

Why Join TechPro Solutions?

At TechPro Solutions, we believe customer experience is the heart of business success. You will join a forward-thinking organization that values innovation, collaboration, and personal growth. As a Customer Support Lead, you will have the opportunity to shape our customer support strategy, lead a talented global team, and make a real impact on how customers experience our brand. We offer a supportive, inclusive, and growth-oriented culture where your leadership truly matters.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting their relevant experience and leadership achievements. Shortlisted candidates will be contacted for a virtual interview.